Customer Service Representative

Customer Service & Sales RepresentativeAre you a natural people-person who loves helping others? At Chimney Cricket, we do more than clean chimneys—we create cozy, safe homes. As a Customer Service & Sales Representative, you'll be the friendly voice that guides homeowners to the right solution while earning rewards for every appointment you book. If you're friendly, motivated, thrive on great conversations, and want to be part of a trusted local team, we'd love to meet you.Chimney Cricket is a family-owned local leader in chimney service and hearth installation. We take pride in our craftsmanship, safety standards, and commitment to exceptional customer experiences. We're looking for a friendly and motivated team player who wants to be the voice of our company—the first point of contact for homeowners looking for reliable fireplace, chimney, and hearth solutions and a pace setter for our customer service team.The Customer Service Representative (CSR) provides exceptional customer care while actively promoting and booking our chimney and hearth services. This role is ideal for someone who thrives on creating positive customer experiences, has a natural ability to guide conversations toward solutions—and sales, and motivates fellow team members to do the same.Responsibilities:Customer Service:Answer incoming phone calls, emails, and online inquiries promptly and professionallyAssist customers with scheduling, rescheduling, and general service questionsMaintain a calm, solutions-oriented attitude with both routine and urgent customer needsFollow up with customers after service to ensure satisfactionAccurately document all customer interactions in our CRM systemSales & Booking:Educate callers on our services, processes, and seasonal maintenance needsActively listen to uncover additional service opportunities during inbound callsConvert inquiries into booked appointments using a soft-sales approachUpsell additional services (e.g., inspections, dryer vent cleaning, hearth upgrades)Proactively call past customers for seasonal serviceMeet or exceed booking goals and upsell targetsSkills & Qualifications:2+ years in a customer-facing role (Sales or appointment booking experience preferred)Confident, warm phone presence and Excellent verbal and written communicationStrong organizational and multi-tasking skillsFamiliarity with service scheduling software or CRMs (e.g., ServiceTitan, Housecall Pro) a plusBenefits:Hourly Wage w/ performance-based raisesMedical and dental insurance plans (after 90d)Matching retirement plan (after 1 year)Paid holidays and PTO (after 90 days)Company-sponsored training and certificationsFriendly, team-oriented cultureRISE VALUES:RESPECT:Give grace. Professional and positive. Give the benefit of the doubtWinsome. Friendly and Confident; make friendsTrust builders. With team members, customers, subs, and vendorsOn time. Timely service to each other and customersSatisfaction Champion. Invest in and elevate othersINTEGRITY:Say what you do. Do what you sayDo the right thing when no one is lookingGet under the problem. Servant leadershipMeasure your work. Collect and disseminate reliable/accurate dataBe discreet. Handle information with integrity and confidentialitySAFETY:Eyes open. Care/awareness on the job to prevent physical injuries to self, others, and propertyBrotherly concern. Look out for others. Lead other team members in safe work practicesIntentional safety. Plan for safe outcomesPPE Champion. Aware of and able to educate customers in our PPE use and policiesCapable and Competent. Familiar with CCinc processes and able to utilize them to maximize customer satisfaction, service efficiency, and company-wide profitabilityEXCELLENCE:Touchdowns win the game. Resourceful and diligent. Meeting team and company goalsFigure it out. Proactive, proficient, and creative in problem-solving in your role and with the teamInnovate. Make things better, faster, more efficientKnow it. Educate customers on industry and company standards and proprietary processesGrow it. Pursue ongoing professional development and knowledge buildingCompensation: $25.00 per hour Chimney Cricket is a locally owned and operated chimney and hearth company serving the greater Media, PA area for over 35 years. We specialize in chimney inspections, repairs, and fireplace installations, offering expert solutions rooted in safety, craftsmanship, and customer care. With a certified and experienced team, we take pride in restoring and upgrading fireplaces and venting systems to meet modern standards—while maintaining the charm and integrity of our customers' homes. Known for our reliable service and commitment to excellence, Chimney Cricket is a trusted name in home comfort and fire safety.